SOCIAL RESPONSIBILITY OF MANAGEMENT COMPANIES AND THE INVOLVEMENT OF OWNERS: MOTIVATION AND COMMUNICATION MECHANISMS
Keywords:
social responsibility, management companies, housing sector, multi-apartment buildings, SRM, digitalization, transparency, utilities, resident trust, KPI, registry, public reporting, communication, feedback, control, audit, standards, resident participation, service management, reforms, infrastructure, governance, Uzbekistan, payment discipline, monitoring.Abstract
The article examines the social responsibility of residential management service companies in the multi-apartment housing sector and assesses its impact on the sustainability of urban infrastructure management. The study demonstrates that socially responsible operation characterized by financial transparency, effective communication with residents, and the adoption of digital tools strengthens public trust, increases payment discipline, and reduces operational risks. Based on an analysis of current practices in Uzbekistan, several systemic issues are identified, including insufficient financial openness, weak feedback mechanisms, low resident participation, staff shortages, and underdeveloped digital infrastructure. The research outlines causal links between these shortcomings and a decline in service quality. As a solution, the SRM model is proposed, including pilot implementation of digital tools, development of a regional management-company registry, standardization of public reporting, training programs for residents and personnel, and the introduction of incentive and monitoring mechanisms. The proposed approach creates institutional foundations for improving service quality, financial transparency, and the long-term sustainability of housing infrastructure.
